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I cannot get into my windows live mail. I have tried to

Customer Question
reset it but is not...
I cannot get into my windows live mail. I have tried to reset it but is not letting me in. I have many email files saved in this program so I reallyneed in.
Submitted: 2 years ago.Category: Email
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Answered in 1 minute by:
10/7/2015
Email technician: Bryan, Computer Support Specialist replied 2 years ago
Bryan
Bryan, Computer Support Specialist
Category: Email
Satisfied Customers: 12,188
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.
Verified

Hi, and thank you for asking your question.

When did you first start having this issue with Windows Live Mail?

May I connect remotely to check the issue now?

Please reply back to me below. Thank you.

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Customer reply replied 2 years ago
Saturday I had to reboot twice to get in and then on Sunday it would not let me in.
Customer reply replied 2 years ago
I can let youconnect
Email technician: Bryan, Computer Support Specialist replied 2 years ago

OK, let's get started with the remote session now. Please open up the following link:

http://www.justanswer.com/remotedesktop/join.aspx?Session=7662c34f-bae4-4792-8691-d47cafe98bf4

Click 'I agree', then download the remote tool when prompted. An 'Elsinore Screen Connect' file will be downloaded by your browser (at the very bottom.)

OPEN/RUN the file from your downloads, and I'll be connected.

If you face any issues, just reply back to me below.

Thank you.

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Email technician: Bryan, Computer Support Specialist replied 2 years ago

If you are having any issues with downloading/running the remote file as requested in my above reply, please make sure to reply back to me below. Thank you.

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Customer reply replied 2 years ago
I need to start computer it will take a few minutes
Email technician: Bryan, Computer Support Specialist replied 2 years ago

OK, are you currently replying to me from a different computer/device? If so, let me know and I'll provide you with a shortened link to open up on the affected computer instead. Thank you.

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Customer reply replied 2 years ago
I am on my iPad. My brother in law is in another location on computer
Email technician: Bryan, Computer Support Specialist replied 2 years ago

Okay, please open up the following shortened remote link on the affected computer, and follow directions to download and run the remote file:

www.tinyurl.com/nj66gw3

Thank you.

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Customer reply replied 2 years ago
Loading
Email technician: Bryan, Computer Support Specialist replied 2 years ago

Connected now - please tell your brother in law to reply back to me on the chat box on the screen; thank you.

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Customer reply replied 2 years ago
One minute
Email technician: Bryan, Computer Support Specialist replied 2 years ago

OK, thank you for the remote session. This is a tricky one; looks like a specific Windows 7 update (KB2670838) caused Windows Live Mail to break, but we are not able to uninstall the update now since you upgraded to Windows 10 itself.

Let me forward your question to our other experts now, who will be able to assist further; please do not rate until your issue has been resolved. Thank you.

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Customer reply replied 2 years ago
If I go back to windows 7 can we solve the problem?
Email technician: Bryan, Computer Support Specialist replied 2 years ago

Hmm, yes we can try; I was just about to suggest that as well. Do you know the steps to roll back to Windows 7? If not, I'll provide you with the steps now. Do keep me posted.

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Email technician: Bryan, Computer Support Specialist replied 2 years ago

To roll back your Windows 10, please go to your PC Settings by clicking on the Start button at the bottom-left, and then clicking Settings.

It will open the PC Settings. Select Update and Security. Here, you will see options like Windows Update, Activation, Backup, Recovery and Windows Defender. Click on Recovery.

Next, click on Go back to Windows 7. Follow the on-screen directions. Once the rollback process is completed, your PC will automatically be booted into your previous version of Windows.

Once it's done, please let me know and I'll set up another remote session and assist accordingly. Thank you.

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Customer reply replied 2 years ago
My brother in law had to leave so it will need to be later. Can you send the steps
Email technician: Bryan, Computer Support Specialist replied 2 years ago

I have sent the directions to roll back in my above reply; please carry them out at your convenience, and update me accordingly. Thank you.

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Customer reply replied 2 years ago
I am not seeing the steps in earlier reply
Customer reply replied 2 years ago
Can you do that from our remote connection
Email technician: Bryan, Computer Support Specialist replied 2 years ago

No issues, I have re-posted my reply now, as follows:

To roll back your Windows 10, please go to your PC Settings by clicking on the Start button at the bottom-left, and then clicking Settings.

It will open the PC Settings. Select Update and Security. Here, you will see options like Windows Update, Activation, Backup, Recovery and Windows Defender. Click on Recovery.

Next, click on Go back to Windows 7. Follow the on-screen directions. Once the rollback process is completed, your PC will automatically be booted into your previous version of Windows.

Once it's done, please let me know and I'll set up another remote session and assist accordingly. Thank you.

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Customer reply replied 2 years ago
ok
Email technician: Bryan, Computer Support Specialist replied 2 years ago

.

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Customer reply replied 2 years ago
I am in the process of restoring windows 7 on my computer
Customer reply replied 2 years ago
B Rath Windows 7 is now restored on my computer.
Email technician: Bryan, Computer Support Specialist replied 2 years ago

Hi again,

Please accept my apologies for the brief delay. May I set up another remote session to check the issue now?

Keep me posted.

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Bryan
Bryan
Bryan, Computer Support Specialist
Category: Email
Satisfied Customers: 12,188
12,188 Satisfied Customers
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.

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